Terms & Conditions

Outlined below are the terms and conditions which apply to your purchase of goods from the Rose & Willard website: www.roseandwillard.com

Rose & Willard is registered under Endeavour Clothing Ltd. A company registered in England under number 08289585 with a registered office at Studio 22, Unit 10, Elizabeth Industrial Estate, Juno Way, London, SE14 5RW, United Kingdom.

Your acceptance of these Terms and Conditions is given when you make a purchase from us. You should read these terms and conditions carefully before buying anything from this website.

When we refer to “you” and “your” we mean the user of the website and the purchaser of goods.

Rose & Willard reserves the right to change these Terms and Conditions at any time and any such change will be effective once published on this website and will consequently apply to all new orders.

If you have any questions about the terms and conditions, the goods or any aspect of our website please email us at theteam@roseandwillard.com

Information about the website

This section sets out some terms about information on the website, descriptions of goods and how you use the website.

We try to make sure that all information on the website, including descriptions of our goods, and listed prices, are accurate and correct at all times. However, sometimes mistakes do happen. We will try to resolve all information errors on the website as soon as possible, and if we reasonably think that such an error has affected your purchase of goods we will try to let you know. However, because we take these steps we will not be liable to you for any errors on the website.

You should bear in mind that buying clothing and accessories over the internet provides a very different shopping experience to buying in-store. In particular you acknowledge that:

The colours which are shown for the goods on the website will depend on a range of factors including your display settings;

All sizes and measurements are approximate;

All goods are subject to availability which means we may not be able to supply your order until we have checked our stocks.

Any delivery times are estimates only;

The goods and promotions which are offered on the website may not be always be available.

It is your responsibility to ensure that your login details, password and all other details in relation to your account remain confidential at all times.

This section sets out some terms which apply to your purchase of goods from us through the website.

You make an offer to purchase a product from us by completing the staged process on the website as set out below:

Adding product to your shopping basket

Enter login details

Enter billing address details

Enter delivery address details

Confirmation of order

Your order is only an offer to purchase goods from us, and does not form a binding contract until accepted by us. Where you order more than one product your order contains a series of offers for each product individually. On receipt of your order, we will send you an order acknowledgement email to the email address which you provide in the order process.

This order acknowledgement email will contain your order number, details of the goods ordered and a delivery estimate. Note that this email is only to acknowledge that your order has been received, and is not acceptance by us of any offers to purchase goods.

Before we can accept any offers we must receive full payment of the price of the goods. Where you select to pay by credit or debit card we will process the payment at the time of preparing your goods for despatch.

An Order Despatch email will be sent and payment taken from your credit/ debit card or PayPal account when we have checked our stocks and can confirm we have the goods you ordered. This is the point when we have agreed to a contract with you.

Before an order can be accepted we must receive full payment and will process your credit/debit card or PayPal account as we prepare your goods for despatch. Once you receive the Order Despatch email this will act as confirmation that your item(s) have been sent and will list any goods that are unavailable. We reserve the right to refuse any order prior to despatch.

For orders placed within the EU, all prices shown at roseandwillard.com include the applicable VAT rate. For any queries around VAT, we recommend contacting HM Customs on 0845 010 9000, or for more information you can also visit hmrc.gov.uk/vat.

For orders placed outside the EU, all prices show at roseandwillard.com exclude VAT. International orders will be sent DDU (Delivery Duty Unpaid), which means that all relevant import taxes and duties are not included. You will need to pay additional local taxes at the time of delivery of your order in addition to the price paid to Rose & Willard.

Local import taxes will remain your responsibility where they apply.

Delivery Information

We deliver to all UK & International addresses as designated by zones.

All orders are dispatched using DHL. You will be sent an email confirmation once your order has been dispatched with tracking information. We will be unable to redirect orders once items have been dispatched. You must have a delivery address we can ship to in order for us to process your order. Deliveries will not be made to hotels, public places or PO Boxes.

UK & NORTHERN IRELAND STANDARD DELIVERY: Standard delivery orders will mostly be delivered within 1-2 working days. For Highlands and Northern Ireland please allow 2-3 working days. During sale time delivery may take longer.

UK NEXT DAY DELIVERY: We offer a next working day delivery service on all orders placed before 12pm. Orders placed after 12pm will be counted as the following working day and processed accordingly. For example next day orders placed on a Monday after the 12pm cut off time will be delivered on Wednesday. Next day orders placed on a Friday pre cut off time will be delivered on Monday. *Next day delivery is not available to orders to Northern Ireland addresses.

DELIVERY TO ZONES 2 & 3: We offer an international courier service. Orders placed by 12pm UK time will be processed from that date. Orders placed after 12pm UK time will be counted as the following working day and processed accordingly. Please allow 2-7 working days for delivery depending on destination. Delivery to certain destinations may take longer.

DELIVERY TO ZONE 4: We offer an international courier service. Orders placed by 12pm UK time will be processed from that date. Orders placed after 12pm UK time will be counted as the following working day and processed accordingly. Please allow up to 10 working days for delivery. Delivery to certain destinations may take longer.

Please note it is extremely important that you supply us with the correct billing and delivery address. If it is incorrect we may not be able to process your order and you may incur additional costs to your credit/ debit card.

RETURNS POLICY

For UK & Northern Ireland customers: If you are not completely satisfied with your purchase, simply return the goods to our warehouse within 14 days of the date you received your order and we will issue you an exchange or full refund (excluding original delivery charges) upon receipt, subject to the terms and conditions detailed below.

For all other customers: If you are not completely satisfied with your purchase, simply notify our customer service team via email at theteam@roseandwillard.com. Upon email confirmation from the team simply return the goods to our warehouse within 14 days of receipt of the confirmation email and we will issue you with an exchange or full refund (to the same GBP value excluding original delivery charges) upon receipt, subject to the terms and conditions detailed below. Please note that we will not be liable for any foreign currency fluctuations or charges applied by your credit/debit card provider or by PayPal.

Sale items are non-refundable. Customers will be offered an exchange or credit note. The latter will have a validity of six months from the date of issue.

Ensure your goods are securely wrapped and the completed returns form included.

Return the goods via a courier system.

For UK Mainland customers, Rose & Willard will provide a free DHL return. Complimentary returns are limited to one per order. Further exchanges or returns thereafter will be at the expense of the customer. In this instance, we would recommend a tracking service as we will not be liable for any lost, untraceable or stolen parcels.

For all other customers the full cost of the return, including any associated duties or taxes will be borne by the customer. Again, we would recommend a tracking service as we will not be liable for any lost, untraceable or stolen parcels.

Make sure you obtain proof of postage which you should retain until you have received your refund.

Rose & Willard can provide a DHL returns label the charge for which would be deducted from any refund or exchange order value.

PLEASE NOTE

The cost and safety of the goods are your responsibility until they reach us.

Please quote your order reference number in all correspondence and ensure you include the exchange & returns form with your parcel.

Please ensure the parcel is clearly labelled and returned to the below address:

*Terms & Conditions: all goods are your responsibility once in your possession, so please handle all goods with extreme care and ensure that you send the package by a method which insures the value of the goods, as well as retaining your proof of postage. If the goods do not reach us within 14 days of receipt (for UK & NI customers) or 14 days from receipt of a returns confirmation email from us (for customers from Zones 2, 3 & 4), we reserve the right not to process your return. In order to process a refund, the goods must be returned to us intact, unworn, undamaged and within 14 days of receipt of the goods (UK & NI customers) or 14 days from receipt of a returns confirmation email from us (for customers from Zones 2, 3 & 4). When trying on items of clothing, please ensure you do not use unnecessary force and ensure you are not wearing make-up, perfume / aftershave or a deodorant which may leave a scent or marks on the item. Please also avoid wearing any jewellery which may snag or damage the clothing. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.

REFUNDS

We will issue a full refund for items purchased online that are returned according to our Returns Policy. Your refund will be credited to the original purchaser's credit card within 5-7 working days from processing your return and will exclude shipping costs. For customers from Zones 2, 3 & 4 we will also not be liable for any foreign currency fluctuations or costs applied by your credit /debit card provider or by PayPal.

If the date on your payment or credit card has expired or for any reason the original card has been cancelled, please contact theteam@roseandwillard.com so that we can update your payment type and ensure that your refund gets processed correctly.

EXCHANGES

We include an Exchange & Returns form with each parcel. Exchanges can be made for items in a different size and colour. Ahead of the processing of any exchange, items purchased online must be returned according to our Returns Policy. The value of any exchange must be at least equal to the value or the originally purchased item (excluding delivery costs). We do not offer part exchanges or part refunds under any circumstances.

We will not charge delivery costs to the customer for the first exchange. For any exchanges thereafter customers will be required to pay all delivery and return costs. For customers from Zones 2, 3 & 4 we will not be liable for any foreign currency fluctuations or costs applied by your credit /debit card provider or by PayPal.

Goods purchased at full price may only be exchanged for full-priced goods - no discount codes will be applicable for any exchanges in this instance.

INCORRECT GOODS/FAULTY PRODUCT RECEIVED

We inspect all products sent before shipping to ensure the highest possible standards, but if for some reason the product you have received is not what you ordered or in some way faulty, please contact theteam@roseandwillard.com immediately quoting your order number and details of the product you wished to purchase and/or stating the problem with the item received and we will arrange to issue a replacement.

ORDER CANCELLATION

Under the United Kingdoms distance selling regulations you have the right to cancel your order or any item purchased online from Rose & Willard, for a full refund. If you have not yet received your order, please contact theteam@roseandwillard.com as soon as possible to arrange a cancellation before the order is dispatched.

If your order has been already been processed and dispatched to you, it will be necessary for you to return the goods following our return procedures detailed above. The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain all records of delivery.

PRIVACY STATEMENT

Rose & Willard takes your privacy very seriously. We work hard to ensure that we only use your information in the ways that you want us to. This privacy statement explains what information we collect on the Rose & Willard website at roseandwillard.com, how and when it is collected, what we use it for now and how we will use it in the future. If you have any questions about the way in which your information is being collected or used which are not answered by this privacy statement please contact us at theteam@roseandwillard.com.

As a Rose & Willard subscriber we will only ever send you marketing messages that we feel would be of interest to you, if you have chosen to register your details with us. If you decide that you no longer want to receive our emails you can unsubscribe at any time by logging into your account, clicking on email preferences, then un-ticking appropriate boxes and clicking on update. We will never sell your details to an unconnected third party for marketing purposes.

HOW WE USE YOUR INFORMATION

When you place an order with us we collect certain information which is required to allow us to process your transaction. This includes your personal details, order details and details of your address(es).

We will use this information to process your transaction and despatch your order. We may at times ask for other details, for example product size and category preferences, age and any special dates (such as birthday and anniversary). These details will be used for profiling and marketing purposes. Providing us with this sort of information is entirely voluntary.

You can choose to sign up for our newsletter and to receive other marketing communications from us. By agreeing to receive this information you consent to receive marketing communications from us using the contact method which you have provided us with.

On occasion we may ask for feedback from you about the usage or services our website provides to help us develop and improve it further.

For quality control and training purposes, we may monitor or record your communications with us.

We will keep your information for as long as is reasonably necessary for these purposes.

DATA PROTECTION

We agree to at all times comply with the standards, procedures and requirements of UK data protection laws to ensure that the personal information you give us is kept appropriately secure and processed fairly and lawfully.

We may have to pass your information to countries or jurisdictions which do not provide the same level of data protection as the UK. If we do make such a transfer, however, we will (where necessary) always put a contract in place to ensure that your information is properly protected.

OTHER PEOPLE WHO MIGHT USE YOUR INFORMATION

In order to process your order and deliver your purchases to you we may have to pass your information to some of our service providers. This includes the companies who handle our order despatch service and our delivery company. Your contact telephone number will be passed on to our courier company who may contact you by phone or text message in order to update you on the delivery date or time of your order.

We will only provide these companies with the information which they need to carry out their jobs. They will only be allowed to use your information in the way in which we tell them, and they will not be

We will not pass your information to any third parties outside of Endeavour Clothing Ltd, except where required to do so as a part of the sale, disposal or transfer of our business.

UPDATING YOUR PERSONAL DETAILS

We want to make sure that the information we hold about you is correct and up to date at all times. You can at any time amend or update your information by logging into my account area of the website and amending your details as appropriate.

COOKIES

In order to improve your experience when shopping on the website we use cookies. A cookie is a piece of information our website will place on your computer’s hard drive that can track your movements while you are on the website, it will also recognise you when you visit our website again.

Cookies are stored in order for us to continually improve our website and provide a better online shopping experience for you. If you want to delete any cookies that are already on your computer, please refer to the instructions for your file management software to locate the file or directory that stores cookies.

CHANGES TO THIS PRIVACY STATEMENT

This privacy statement may change and therefore you should review it regularly.

YOUR CONSENT

By visiting roseandwillard.com, you are accepting and consenting to the practices described in this privacy policy and the terms and conditions.

SECURITY INFORMATION

When you shop at roseandwillard.com we use an encrypted secure internet connection to protect your payment details. Your computer should automatically allow the opening of the secure connection when you place your order. This means that all the details you supply and any responses are encrypted before they are sent over the internet.

You can tell whether a page is secure as 'https' will replace the 'http' at the front of the website address in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.

NOTICE AND DISCLAIMERS

These notices and disclaimers govern your use of the Rose & Willard website at roseandwillard.com. We endeavour to ensure that the information on the website is accurate and helpful at all times. However, we cannot ultimately warrant the accuracy of any information and cannot be held liable for any use or reliance you may make of or put on it except as specifically agreed with us in any further agreement we may make with you in writing. We endeavour to ensure that the website operates properly at all times, but we make no warranties as to the availability or accessibility of the website, and we will not be liable for any damages, loss, costs or expenses incurred by you as a result of any lack of availability or accessibility of the website.

Any link (be it a hypertext link or other referral device) used on the website is provided solely for the use and convenience of the visitor. The link does not represent any endorsement or recommendation by us and does not mean that we have any association with the linked website. We are not responsible for the content of any websites that have links with the website or for the legal consequences of your entering into any contracts with the third parties that provide these linked websites and we do not accept any liability for any loss, damage, expense, costs or liability whatsoever incurred by you as a result. We will not be liable for any loss, damage, expense, costs, delays or other liability whatsoever (including without limitation any financial losses such as loss of profit) which you may incur as a result of any event beyond our reasonable control (including without limitation any failure of transmission, communication, computer or other facilities or your inability to access the website for any reason or any failure, error or delay in the sending or receiving of any notice or communication or instruction through the post or any electronic medium).

Nothing within these conditions operates so as to exclude, limit or restrict our liability for death or personal injury. Where you deal as a consumer, nothing in the above exclusions affects your statutory rights.

All intellectual property rights and goodwill in or relating to the contents of the website belong to either us or to our suppliers.

You may not reproduce part or all of the contents of the website in any form unless it is for personal, non commercial use. You may not copy or otherwise incorporate into or store in any other website, electronic retrieval system, publication or other work any of the content of the website in any form (whether hard copy, electronic or other). You may not frame or link to the website or any part of it without our express permission.

The interpretation, construction, effect and enforceability of this agreement shall be governed by English law, and you and we agree to submit to the jurisdiction of the English courts for the determination of disputes.